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Job description / Role
You understand how to concept, build, manage and enhance complex and multi-level enterprise ecommerce websites on Sitecore. A digital evangelist who understands how to sell experiences online, loves a challenge and understands what it will take to deliver an award-winning digital ecosystem. You are continuously optimising. You drive innovation.
Where does your role fit in?
You will be hands-on and responsible for the end to end management of the company and other destination e-commerce websites, kiosks, mobile apps as well as any other digital sales channel. You ensure that we as a business are delivering an integrated, seamless and pleasurable digital customer experience.
You are the pillar in between the Digital Marketing / CX / CRM Content / IT / Marketing / Product and Finance team members to ensure we have speed to market on our products and campaigns that deliver on our KPIs.
You ensure our booking journeys are continually optimised, quality tested, and performance tested, always ready for our audiences across the world to engage and convert.
As a Sitecore expert and evangelist, you support other members in the digital team in leveraging the various Sitecore features and modules of personalisation, A/B testing, Sitecore analytics, customer insights and ROI driven marketing and more.
You identify opportunities where Sitecore continues to drive innovation and efficiencies within the digital customer experience.
You have one direct report, who you will mentor and develop in the management of the websites.
Key responsibilities
• Support the Director of Digital to develop and manage the overall Digital Sitecore Experience platform driving ongoing ROI for the companys' L&E digital channels.
• Working with Associate director, supporting the content and other support management of the current websites in Drupal until the new sites in Sitecore are implemented.
• Responsible to deliver migration of three current park websites onto Sitecore using the existing company L&E blueprints in an aggressive timeline. Thereafter own and manage the solutions via CRO and required features and enhancements
• Responsible for developing the best in class new company website integrating across multiple existing systems of CRM, VGS, Payment gateways and other platforms ready for implicit and explicit personalisation. Thereafter you will own and manage the solution via CRO and required features and enhancements.
• Deliver the overall Architecture and Roadmap for Sitecore SXA and ensure the platform is ready built for scalability and thereafter, migrate websites to the new company platform as per the roadmap
• Working closely with your Digital Marketing, CRM, CX and Content personalisation colleagues, you will need to ensure you are delivering ROI based features and enhancements on the websites that will help deliver increased engagement, conversion and improved customer experience such as to increase 1st time conversions, increase average Order Value (through addons/upgrades/combos/cross-sells etc), improving ROI in the marketing retargeting journey, one-click annual pass renewals, data gathering campaigns etc)
• You will be the 1st point of contact for all Bookings / transaction queries and have processes to manage these with an SLA in place.
• Work with the CRM manager to ensure we smartly integrate with the right data sets and parameters flowing to the CRM and back to the Sitecore digital platform to ensure personalisation rules and product placement can be delivered throughout the journey based on previous customer purchase and preferences.
• Responsible for evaluating, selecting and managing the Digital agency and any other third-party vendors to ensure the end to end programme management across all the companys' digital transformation projects. Includes oversight and negotiation of scope/budgets to deliver the best value for money.
• Responsible to define and negotiate budgets required for Support/enhancements and priority features in budgets planning exercises.
• Review, ownership and management of all technical, functional, service design, infrastructure and any documents to ensure delivery from suppliers is as per the scope.
• Develop and maintain systems and support documentation to internal operations teams as well as ensuring that customer services can manage booking problems / failed bookings / payment issues / refunds etc… processes are in place and effectively understood and change management process is in place.
• Responsible to ensure that new campaigns and new products are launched on time working with the Digital marketing, product and content teams and all tracking is in place to deliver reports.
• Collaborate with internal teams, vendor partners and key stakeholders to plan, create and execute your recommendations on time and in budget.
Other responsibilities
• Managing the ecommerce support team member who will work closely with you and will be responsible for the day to day management and support for the website
• Review, define and implement the Kiosk solutions on the back of the website’s migration to Sitecore working with the CX and IT teams.
• Review, define and implement a new company mobile App strategy on the back of the website’s migration to Sitecore working with the CX and IT teams.
• Play an active role in the development of product, pricing, content, media and messaging to align to customer expectations that drive conversion.
• Training and uplifting the teams in Digital best practices and Sitecore
• Continue to identify industry trends and drive innovation efforts that modernize and digitize the experiences via new technology and/or features in VGS or Sitecore.
• Define and support the marketing, CRM and digital team in the setup and launch of the company loyalty programme with Sitecore a key part in onboarding and customer rewards management.
Requirements
• Minimum 8 years of experience within a digital agency, e-commerce or IT environment within a Project Management or Business Analyst role.
• Must have experience with Sitecore and minimum 3 multi-level websites/ mobile app projects.
• Strong working knowledge of current web/native technologies and trends: HTML, JavaScript, CSS, iOS, Android, React Native, Responsive Design, etc.
• Excellent knowledge of API, Hosting Infrastructure, CDN, payment gateway integration, Json and any other technology readily, regularly used in developing integrated and enterprise level secure solutions.
• Knowledge of regional and global payment processing, PCI and fraud mitigation
• Well-versed in collaborative design techniques, Agile and Lean frameworks, Jira and other project management platforms.
• Experience as A / B tester, multivariate tests and user tests as well as Content personalisation and CRM integrated personalisation.
• Working knowledge of GA and GTM tied with Sitecore Analytics.
• Demonstrated attention to detail and ability to comprehend complex, technical product requirements
• Expert communication skills and ability to communicate effectively to all levels of the organization both orally and in writing
• Strong visual presentation skills, exceptional influencing and problem-solving skills
• Ability to facilitate collaborative work sessions with multidisciplinary teams
• Ability to make the transition from strategic thinking (conceptual and planning) to execution in order to achieve fast moving objectives
• Handle multiple priorities simultaneously in a fast-paced, agile environment
• Work independently as well as in a team environment
About the Company
Headway has a proactive approach to recruitment and the methodology we employ ensures we take the time to understand the needs of both clients and candidates to guarantee the right fit.
We aim to create open, consultative partnerships with our Clients and Candidates whilst maintaining an honest and professional approach at all times.
As a team we are ethical yet innovative; focused yet flexible; realistic yet enterprising. We believe in earning our success by working with you to create yours.